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Read MoreThirdera generates transformation, digitization, and automation for our customers at the speed of NOW.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
Digitize and automate workflows to enhance the customer experience, online and in-store.
Streamline complex operations for lower costs and improved customer experiences.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Serving the IT needs of thousands of employees across state government, K-12, and higher education, this state’s Information Technology Department (ITD) transitioned from an inefficient legacy application to ServiceNow in order to streamline IT service requests and strengthen its IT service management (ITSM) capabilities.
While the department saw significant improvement in IT service delivery capabilities, the organization wanted a way to get deeper, real-time performance insights into the effectiveness of its ITSM processes and workflows.
Company ProfileSize: 8,800 employees | Industry: State Government | Location: United States |
Phase 1 of the implementation allowed the organization to streamline IT service requests and IT service management (ITSM) capabilities but lacked visibility and analytics. |
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The client required added data collection and real-time performance insights into the effectiveness of its ITSM processes and workflows |
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The IT department needed a way to roll up ITSM performance information to an executive summary level that succinctly identifies metrics specific to their organization. |
The data collected was required to be able to view granular day-to-day details in order to rapidly make any adjustments necessary to meet SLAs. |
Thirdera’s project team met with the state IT department’s C-level staff and ITSM process managers to gather and assess each group’s reporting and analytics requirements. Within two months of project kick-off, Thirdera delivered a comprehensive roadmap and implementation plan to help the organization deploy the ServiceNow Performance Analytics solution in a way that would be fully customized to meet the ITD’s unique business requirements.
With ServiceNow Performance Analytics and the on-going guidance from Thirdera, stakeholders now have:
Visibility |
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Efficiency |
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Satisfaction |
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Performance |
Now live in production and used on a regular basis, the interactive performance dashboards help everyone from front-line service desk employees to executives gain visibility into IT performance. IT leaders get the performance insights they need to identify trends and bottlenecks, demonstrate business value, and justify resource investments. Service desk employees, meanwhile, get the operational insights they need to prioritize resources and quickly re-direct service coverage to where it’s needed most. It also allows front-line staff to set end-user expectations or alert peers and management to developing situations that could cause service breaches.
By implementing ServiceNow Performance Analytics under the expert guidance of Thirdera, the state’s ITD has significantly improved IT service delivery. With Thirdera’s consultative support and best practice recommendations, the ITD was able to design and implement a truly customized performance measurement system to optimize ITSM program management.
The largest pure-play ServiceNow partner in North America, Thirdera is a trusted Elite ServiceNow partner focused solely on improving and innovating the way our customers leverage the ServiceNow platform. Our experts possess authoritative capabilities and skillsets spanning the entire Now Platform. This extensive platform expertise allows us to understand our customers’ needs and deliver tailored solutions that solve business challenges.
Contact us today to discuss your next project, and enter a new era of ServiceNow partner experience.
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